Customer Privacy & Information Management Policy
Purpose
This policy outlines how BMe Supports Group collects, stores, and protects client personal information in line with the Privacy Act 1988 (Cth), the Health Records Act 2001 (Vic), and relevant provisions of the Disability Act 2006 (Vic). Our goal is to ensure that your personal and sensitive information is managed ethically, respectfully, and in accordance with our duty of care.
Responsibilities
All BMe Supports team members must maintain strict confidentiality and protect our clients' privacy at all times.
Collection of Personal Information
We collect only the information necessary to provide the support and services you have requested.
We will always inform you about why your personal information is being collected and how it will be used.
We will seek your informed consent before collecting, using, or sharing your personal or sensitive information.
You have the right to access and request corrections to your personal information at any time.
Personal information will only be used for the purpose it was collected, or for another reason you would reasonably expect — with your consent.
We will only collect information that is relevant and lawful.
Informed Consent
Consent will be obtained before collecting personal or sensitive information, including for referrals or the sharing of information with other professionals or support services.
If a client is unable to provide informed consent, a parent, guardian, or authorised representative will be involved.
Clients will be asked to complete a Photo and Video Consent Form before any images are used for public or promotional purposes.
All consent is voluntary and can be withdrawn at any time.
We can assist you in accessing advocacy or support if you require help with understanding or giving consent.
Client Capacity to Consent
For clients under 18, a parent or legal guardian must provide consent.
For adults who may be unable to provide informed consent, we will work with family members, carers, or authorised representatives to ensure proper consent is obtained.
Confidentiality & Client Conversations
Discussions of a personal or sensitive nature will be conducted in private to ensure confidentiality.
Any client information related to behaviour, health, mental health, or incidents will be shared only with professionals involved in your care or as legally required.
Storage and Security of Client Information
All client files are stored securely—either electronically, password-protected, or in locked storage.
Files will not be removed from BMe Supports' premises without proper authorisation and a valid client-related reason.
Printed materials containing client information will be collected immediately and not left unattended.
Computers or devices displaying client information will be locked or shut down when not in use.
Use of Information for Research or Evaluation
If any information is used for research, case studies, or service evaluations, it will be fully de-identified to prevent individual identification.